Your equipment comes with unlimited technical phone support for one year following the installation/shipment date. Media Support Group honors all manufacturer warranties on equipment sold. This warranty does not cover damage due to external causes, including accident, abuse, misuse, water damage, problems with electrical power including electrical surges and forces of nature, servicing not authorized by Media Support Group, usage not in accordance with product instructions, improper or insufficient maintenance, normal wear and tear, and problems caused by the addition of parts and components not supplied by Media Support Group.
Issues with your equipment should first be handled through our Technical Support Hotline. The unlimited technical phone support expires after one year, but is renewable for subsequent years for $459 annually. In the event your warranty has expired, calls to the Technical Support Hotline will be invoiced on a $50.00 per call basis.
To request this warranty service, you must call Media Support Group within the warranty period. It is the client’s responsibility to ship or deliver the products back to Media Support Group in their original or equivalent packaging, prepay shipping charges, and insure the shipment or accept the risk of loss or damage during shipment. Media Support Group suggests testing all equipment at the beginning of the second season well in advance of the first event. That will allow adequate time for troubleshooting, replacement, or telephone support should the need occur. Rush shipping due to the failure of timely testing will be the responsibility of the client.
In regards to wireless video and communication systems and equipment - there are numerous and varied factors outside the control of Media Support Group which may impede the equipment's performance, including wireless RF signals introduced during events by event participants. Media Support Group will work to resolve any issues with the wireless system through the technical support hotline. If customer requests on-site assistance, our services will be billed at $150 per hour while on-site plus travel costs.
Technical Support Hotline: 866-752-9820 Monday - Friday: 8:30am – 8:00pm CST
Saturday: 10:00am – 8:00pm CST